Simple Knowledge Management is the process of creating, sharing, using and managing the knowledge and information of an organization.1
Complex Knowledge Management (KM) is a business process that formalizes the management and use of an enterprise’s intellectual assets. KM promotes a collaborative and integrative approach to the creation, capture, organization, access and use of information assets, including the tacit, uncaptured knowledge of people.2
Knowledge Management is not core to managing case-related activities of the court, but an over-arching system-wide capability, essential to access all resources (people, content, processes, technology, HR, finance, etc.) to manage their day-to-day responsibilities, including case-related work.
- Representation of organizational structure: Supports structuring system to represent an internal and external view of organizational hierarchy
- Directory: Internal and external view of organization’s employees
- Information acquisition from various sources: Add/organize content (plus access via integration with other systems); support custom taxonomies; indexing for search
- Information discovery: Browse/search contents on a permissioned basis (e.g., resources, colleagues, news, groups, apps/technology)
- Information publishing: Support publishing of information (define formats/styles)
- Information distribution: Support sharing information (internally/externally; define collaboration methods e.g., ‘chat’)
- Administration tools: Supports distributed administration to maximize potential for collaboration
- Scalability: Must be able to support a large number of users
- Extensibility: Must be capable of expanding as needed
- Standards-Compliant: Compliant with industry standards (including 508 Accessibility standards)
- Internationalization/localization: Must be able to support multiple languages
- Performance: Per and across components
- Usability: Meets standard usability heuristics: easy to learn, easy to remember, efficient, effective, satisfying
- Mobile-friendly (e.g., responsive design)
- Analytics/measurement: Enables users to report on usage and target areas for improvement
- Auditability
- Predictive/suggestive/learning: Provides in-system dynamic feedback based on user interactions (e.g., suggestive search, question answering)
- Disaster recovery
- Retention: Supports automating efficient/required practices. Can be influenced by analytics/measurement